Few names are more recognizable in the telecommunications industry than Comcast. Xfinity, the brand name for Comcast’s video, internet, phone and wireless offerings since 2010, operates in 39 U.S. states and Washington D.C., and has been around since 1963.
Close to 29 million people across the country use Comcast. They subscribe to a Comcast service like Xfinity TV or Xfinity Internet, or even both with one of Comcast’s bundles, which allow consumers to group multiple products in exchange for a discount. As of the beginning of 2017 there were 22.5 million Xfinity TV customers and nearly 25 million Xfinity Internet customers.
In a climate where more consumers of televised entertainment are choosing to end their relationships with cable TV companies, Comcast retains a loyal base of subscribers who appreciate that the company is at the leading edge of technology. Those who do “cut the cord” often stay on as Xfinity Internet customers, benefiting from some of the fastest speeds available.
In this article, we give an in-depth look at the TV and internet services from Comcast and offers advantages, disadvantages and bottom-line views of Comcast service.
Comcast Services, Plans, Bundles and Cost
Comcast offers its Xfinity TV and Xfinity Internet services in a variety of formats, allowing customers to customize their subscriptions based on preferences and needs. Television and internet can each be purchased separately or as part of a Comcast bundle.
What Xfinity TV packages are available?
The options for Xfinity TV packages may vary depending on where you live. But generally you will have several different options, mainly differing by the number of channels you get.
Xfinity TV Packages
|Choice TV||Limited Basic||Digital Starter||Digital Preferred||Digital Premier|
|Cost per month (first year)||$30||$46.95||$59.99||$69.99||$84.99|
|# of Channels||10+||10+||140+||220+||260+|
|Premium channels||None||None||ESPN/ESPN2/NBCSN||STARZENCORE/Nat Geo WILD/NFL Network||HBO/SHOWTIME/STARZ|
|Based on availability near Philadelphia, near Comcast headquarters|
Which Xfinity TV package should I buy?
To determine which package you should buy, think about which channels matter most to you. Keep in mind that if you cancel and decide to rejoin, or you downgrade, you may lose the promotional rate that is typically given to new customers. Therefore it may make sense to start conservatively and add channels as necessary.
What Xfinity Internet packages are available?
Although Comcast’s cable video revenue is decreasing, a trend due to cord-cutting and fewer residential Xfinity TV customers, its latest financial results, from Q3 2018, show a substantial increase in revenues from Xfinity Internet subscribers.
Xfinity offers a range of internet speeds, each of which is designed to accommodate a specific number of devices. Plans may include an Xfinity data plan that caps users at one terabyte of data per month, which more than 99 percent of customers do not exceed, according to Comcast. Overages are calculated in 50-gigabyte blocks at $10 each. An unlimited data plan is available.
Xfinity Internet Packages
|Performance||Performance Starter||Extreme Pro||Performance Pro||Gigabit||Blast!||Gigabit Pro|
|Cost per month (first year)||$39.99||$49.95||$79.99||$89.95||$89.99||$92.95||$299.95|
|Download speed||60 Mbps||15 Mbps||400 Mbps||150 Mbps||1,000 Mbps||250 Mbps||2,000 Mbps|
|Number of devices||5||1||12+||6-8||Unlimited||8+||Unlimited|
|Based on availability near Philadelphia, near Comcast headquarters|
Which Xfinity Internet package should I buy?
The decision will depend on how you (and others in your household) use the internet. If you stream on multiple devices, at least 100 Mbps is usually recommended, but if it’s only light streaming that matters, you can get away with less. Higher speeds are ideal for multiplayer gaming and heavy usage.
With Xfinity Internet, customers can purchase their own compatible modem or rent an xFi Gateway, Xfinity’s modem/router combo device. With an xFi gateway and the free xFi app, you can pause Wi-Fi access, see who is using your connection, protect your network from malware and more. Purchasing xFi Pods can help expand connectivity throughout your home.
What Xfinity bundles are available?
Comcast bundles together internet and television and calls it the Xfinity Double Play. A bundle that adds a third Comcast service is a Triple Play, and a fourth, a Quad Play. Customers have over 10 options for the internet/television Double Play.
|Choice Double Play||Standard Double Play||Select Double Play||Signature Double Play||Super Double Play|
|Cost per month (first year)||$49.99-$64.99||$79.99||$89.99||$109.99||$139.99|
|Download speed||100 Mbps||150 Mbps||150 Mbps||150 Mbps||250 Mbps|
|Based on availability near Philadelphia, near Comcast headquarters|
Which Xfinity Double Play should I buy?
Even if you are considering joining the millions of Americans who have sworn off multichannel television from a cable or satellite company, it’s worth checking the math to figure out how much you’ll actually save. In some cases, for example, an Xfinity Double Play can cost less money than buying internet and paying for a live TV streaming service.
With a Comcast bundle, also consider that if you combine at least Performance Internet service with Digital Starter TV, you can use X1. An X1 TV box integrates your television and internet to offer 4K UHD and 4K UDH/HDR viewing, voice control and more.
Our Review: The Deep Dive
When it comes to availability, reliability and technological capability, few in the industry can stand shoulder to shoulder with Comcast. Xfinity TV is personalizing the television-viewing experience, giving consumers choices of over 300 channels (including over 100 in HD), Xfinity On Demand with more than 90,000 TV series and movies, mobile streaming, anytime-access of DVR recordings and the X1 Voice Remote.
Xfinity Internet comes in numerous tiers and is delivered through one of the largest fiber networks in the U.S. According to the FCC’s latest measures of consumer broadband performance, internet from Comcast delivered at least 95 percent of advertised speeds for at least 80 percent of customers, second among 13 internet service providers. And the Netflix ISP Speed Index, which measures the service’s prime-time performance, ranks Comcast first overall.
Despite its A- rating from the Better Business Bureau, Comcast reviews among customers are mixed. Those who give Xfinity low ratings most often cite poor customer service. This is not uncommon in the industry; ISPs and subscription television providers are the worst-performing business types for customer satisfaction, data from the American Customer Satisfaction Index shows. In 2018, Xfinity scored a 60 out of 100 in the ISP category and a 57 in television. The average in both categories was 62.
How does Comcast Xfinity rate?
Comcast Xfinity is a leader in the telecommunications industry. The company may not be the most affordable or have the best customer service. But Comcast's internet and television are dependable, available and at the front line of technological advancement, a fact that explains why Xfinity products are in millions of Americans' homes.
Available in a large part of the country; fast internet; wide choice of TV and internet plans; 30-day cancellation policy; services available without time commitments.
Prices can rise after promotional terms end; poor customer service; cheaper alternatives.
Always start by checking which providers are in your area, comparing plans and pricing. Comcast should be on the list. Xfinity is a safe, if not perfect, choice, likely to meet your TV and internet needs — and do it well.
Back about a year ago, I signed up for Comcast's Gigabit Pro service. I was delighted to have such great internet at my home, and at a super low cost. I told everyone about it. Talked about it twice on Reddit. Posted in industry-specific Facebook groups. Even referred colleagues to sign up. In total, I believe the account representative I was sending these people to had at least 10 people calling him looking to get it set up. No matter how many people told me Comcast was the devil, I was there telling them otherwise. Telling them how great Comcast was. How they're becoming the best ISP in the world. It took a lot for me to say that, as a great friend runs a small local ISP.
About 2 months ago, I decided to move. Called Comcast, explained to the agent that I had an odd account. Was told that it wouldn't be an issue, would be moved without a problem. Called again, confirmed again. Of course, on installation day, the subcontractor cable guy had no idea what I was even talking about. 3 hours later, I settled for cable internet with the idea they'd actually hold up their end of the promise.
2 months after moving, I still don't have my Gigabit Pro service and Comcast is refusing to even look into my case where 2 of their agents told me that it would be moved just fine. Comcast is saying that since it's a specialized service, they do not have the permission to tell customers it'll be moved.
Now, they're telling me I never had it. They (specifically Hakeem, from the escalations department, who's a total brick wall) cannot explain why I had a Juniper ACX2100 on the account. They cannot explain why I paid a $500 installation fee. They cannot explain why there's fiber at a random apartment in Scranton, Pennsylvania. They cannot explain why they can't go back and listen to the 2 calls from when I confirmed the move.
What they can explain is how they're unwilling and unable to do anything at all to waive, decrease, or defer $5,612* of charges they're claiming it would take to get service installed at my residence. No matter how many times I bring up the confirmation of the move, where it was confirmed that I'd have no problems with my new address, they won't even apologize. Great way to treat a paying cheerleader.
(* = $1,012 construction costs, $1,000 installation fee, and $3,600 of additional monthly charges)
HUNTSVILLE, ALABAMA -- We have had the worst time getting Xfinity to abide by their end of our contract. We had a two year contract and three months before it was to end a representative called my husband and asked him if he would like to try some channels free for 30 days. He said we could go back to our original 2x play if we didn't like it. My husband called back the next day to switch it back because all it added was sports channels that we don't watch. The representative said they would call us back that next Tuesday. He never did. A few days later we received a bill with the added changes on them. We called customer service that evening and they tried to tell us the time had elapsed. It had not and we gave them dates. Then she said she would switch it back and we got disconnected and she didn't call back. So we called customer service AGAIN. Had to explain the situation all over again. They said they could not switch it back because our 2x play was no longer being offered and is wasn't in the system to choose from AND the system would not allow them to simple change it back. After a period of back and forth and speaking to managers they figured they would change us to a package that would give us all the channels and internet that we had and then credit our account each month until our original contract was to end in January. The manager that we ended with said there would be no need to call ever month for the credit. Well we paid the amount we all agreed on and I watch the account online and it was never credited the 30.00. When we received our bill this month it had the previous amount rolled over on it. SO we called customer service AGAIN and had to explain everything again because apparently the notes from the manager did not say what it should have and there was not an accurate trail to follow. We thought this person understood because he said he would straighten things out but he only credited the account for last months bill but it also needed a credit for this month. So now we will pay the prearranged amount per our contract and there will another $30.00 hanging out there that we will have to call customer service again. We were actually happy with the service itself until all this mess and most likely would have continued service but now we can't wait to switch. So now they turn off our service. Went to see manager of local store and he read all the activity on the account along with what we were telling him. He apologized for everything we had been through and had our service turned back on immediately. He worked with my husband on what was going to be credited back to the account. Then he said that if we stayed with Xfinity he would give us the two year double play for $114/month. We liked our actual service just not the billing or customer service. So against every fiber of our being we agreed. Well January bill comes and none of the credits have been applied and it includes a reconnection fee of $22.00. REALLY!! AND the $114 is $168 ??? OMG. We feel really stupid! What were we thinking! Xfinity Executives if you read this you should be ashamed of yourself!
JACKSONVILLE, FLORIDA -- Do not use this company for ANY service. If I could give negative stars I would. This is the worst company & customer service center that I have ever had to deal with. Holding for over an hour, having to call MULTIPLE times and STILL not getting any results. Xfinity double charged me, which was their computer error (or so they told me) it's been almost 2 months and I STILL HAVE NOT RECEIVED MY CREDIT. They credited my bill $20 “for the inconvenience”. But now the customer service representative miraculously can not find the notes of why I received that credit on my bill or the notes of the 5 times I have called about not receiving a credit for the double charge. Wow. Unfortunately Xfinity is the only provider in my area, otherwise I would have switched right away.
I had a death in the family & was late on my bill by a few days. I was charged late fees. I paid my bill and weeks later called customer service to explain the reasoning behind my being late, I hoped the extenuating circumstances & the fact that I am a long term customer would warrant a credit for the issued last fees - which totaled LESS than $ 10 dollars. Instead I was told there was "NOTHING" that could be done about the fees. It's not about the money, it's about a HEARTLESS response from a company that is happy to take your money come bill time but has shown ZERO humanity, let alone "customer service". SAD.
HENDERSON, COLORADO -- Comcast customer service, or to be more specific, the lack thereof. I have been dealing with different variations of many of the reviews already in existence on this site and I CANNOT believe this company is still in business. How can they continue to be in business when they CONTINUALLY generate the worst ratings of any business in their industry???
I am on about my 6th call in a week's time for an explanation as to why my services on my X1 platform have increased a total of more than 30 DOLLARS A MONTH with NO NOTIFICATION to me and NO RECOURSE to get these charges lowered other than DROPPING their service completely which is what I will MOST LIKELY DO. If you fat cats in Philly are reading any of these comments and have any brains in your heads you had better start listening and doing something about this or you WILL go belly-up and I will be one of the THOUSANDS of people to be HAPPY to see it!!!
WALNUT CREEK, CALIFORNIA -- If you have a business that depends on quality Internet and phone service DO NOT get Comcast. The worst. Been down 5 times in the last 8 months and the Tech Support is the worst. That's if you ever can get through to support.
AUGUSTA, GEORGIA -- An Xfinity came to my residence today, June 28, 2018, to do some installation (Not Cable related). Upon his departure, my Xfinity Cable is no longer working properly. I contacted the Customer Service department and was informed the only thing they can do is get someone back at my home on Saturday, June 30, 2018. I took off from work to have Xfinity install their equipment and now I am without cable and must wait over 48 hours for them to correct their error and lose my personal time.
This is unacceptable business practice. Everything was working proper prior to the technician doing his installation and now it is not and I must wait more than 48 hours for the matter to be rectified. No customer should have to lose pay and still do receive the proper service in which is being paid for and told you have to wait 48 hours, plus lose more potential pay.
SAN FRANCISCO -- I'm senior, low income, have basic plan to watch t.v.; In this plan that I have there are Spanish, Chinese, Japanese speaking channels which I do not understand neither of these languages. I kept calling and requesting to replace some of these channels; it's sort of imposing these channels in the plane that are useless to me. Then, I'm asked to pay just for one channel $42.00 per month! This is absolutely outrageous...
PHILADELPHIA, PENNSYLVANIA -- I had been with Comcast for 10 years and recently had been dealing with Comcast back and forth for months before finally being able to close my account for good, but not after being overcharged as they dragged on the investigation. In November of 2017 I moved and the representative convinced me it would be a good idea to put my account on seasonal hold until I had things figured out as my father had passed and I had to move quick and take care of my mother and everything he had left behind.
After 3 months my account was removed from the seasonal hold and by the time I noticed it I was charged 2 full months rate and I don't even have it connected anywhere. I called immediately in March to resolve the issue and was promised it would be taken care of and they would adjust the bill. Next month's bill came and it was only slightly adjusted but still charging me for a month and half of connected service.
I called again and was told they needed to do an investigation and I would receive a phone call back within 72 hours. No call!!! I called again, mind you I have to explain everything over and over again taking well over an hour each call, and AGAIN was told will call you back PROMISE within 72 hours. I received one call while I was at work and unable to answer...no message, no email. I returned the call and no one knows what's going on transfer after transfer, finally will call you back in 72 hours.
After the last 72 hour promise with no call, I called irate until someone closed out my account and charged me an additional 50.00 for closing the account along with the remaining balance that was never resolved. What a terrible experience it was dealing with for 3 months over it and charging me each month. Apparently customer loyalty means nothing to them.
HOWELL, MICHIGAN -- I am being charged for equipment that I did not request and the new equipment doesn't work. I called Comcast and they told me that I have to go to the local service center which is only open 10am to 6pm and Saturday mornings. I work an hour away and I work on Saturdays. I do not believe it is right to charge me for something I didn't request and to expect me to take time off work (which, will cost me money) to return equipment I didn't ask for! It seems like fraud to me!
The information we provide and the analysis we share is always free. So, how do we survive? We get compensated by our partners, which may sometimes influence the products or services we review and the order in which they appear. Our suggestions and guidance are unbiased and are based only on our thorough research.